Refund policy

Refund & Returns Policy

Last updated: May 14, 2026

Because every order from Rhinestone.Design is custom-made for you — cut from your artwork, sized to your specifications, and produced in our Los Angeles workshop — our return policy is different from a standard retail return. Please read this carefully before placing your order.

1. Custom orders are non-returnable

All Custom Rhinestone Designs, Custom DTF Transfers, Custom HTV Transfers, and Custom Template Boards are made to order from your uploaded artwork and specifications. Once production begins, these items cannot be returned, exchanged, or refunded for reasons of taste, size preference, or change of mind.

2. Setup fee is non-refundable

The $40 design setup fee covers our artist's time digitizing your artwork into a production-ready stone matrix, vector path, or color separation. This fee is non-refundable once setup work has begun — typically within 24 hours of order placement.

To minimize risk: review your uploaded artwork carefully before submission. If you're uncertain about a file, email support@axiland.com BEFORE ordering — our team will review and confirm production readiness at no charge.

3. Production errors and quality defects

The basis for evaluating any production claim is the design file you confirmed before production began. The "Print Quote" PDF generated by our calculator — and any digital proof we send after you submit artwork — is your record of what we will produce. Proceeding to checkout authorizes us to produce that file as-shown.

When the responsibility is ours. If what we delivered does not match the file you confirmed — wrong color, wrong size, misaligned design, wrong placement, transfer separation, or any other deviation from the approved file — we will remake the order at no cost.

To process a remake:

  • Email support@axiland.com within 7 days of delivery
  • Include your order number (e.g., RD611099)
  • Attach clear photographs showing the issue, alongside the file you confirmed
  • Return the original incorrect items — we provide a prepaid return label
  • We ship the remake via the exact same delivery method you selected on the original order — local pickup, overnight, 2-day, or ground

We respond within 2 business days. Approved remakes ship within 5 business days at no additional cost.

When the responsibility is yours. If what we delivered matches the file you confirmed — but the colors, size, or specifications you entered or approved don't match what you actually wanted — we cannot remake or refund at no charge. We can produce a corrected version at 50% off the original price.

This commonly happens when:

  • Wrong size entered in the calculator
  • Wrong stone or vinyl color confirmed in the proof
  • Wrong artwork uploaded
  • Low-resolution file approved despite our warning

To prevent this: review the "Print Quote" PDF (and any digital proof we send) carefully before approving production. The approved file is the definitive record of what we will produce — it overrides verbal requests, emails, or assumptions about what was intended. If you're uncertain at any point, email support@axiland.com BEFORE confirming — our team will help clarify at no charge.

4. Shipping damage

If your package arrives damaged, photograph the package and contents before opening fully, then email support@axiland.com within 48 hours. We will file the carrier claim and ship a replacement using the same delivery method as your original order.

5. Cancellations

  • Within 1 hour of order: full refund, no questions asked
  • 1–24 hours after order: refund minus $40 setup fee (artwork digitization has begun)
  • After 24 hours: not cancellable — production has started

6. Repeat orders

When you select "Repeat Order — I already paid the setup fee for this design" and provide a valid prior order ID, the $40 setup fee is waived. If we cannot find the original design file, we will email you within 1 business day; you may then proceed with a new setup or cancel for full refund.

7. International orders

Customs duties, taxes, and brokerage fees are the responsibility of the recipient. We are not responsible for shipments delayed, held, or seized by customs authorities. Refunds for returned-to-sender international packages exclude original shipping cost.

8. Contact

Questions about this policy? Email support@axiland.com or call 1-833-AXILAND (1-833-294-5263).

Axiland · 305 E 9th St, Unit 124 · Los Angeles, CA 90015